CONSUMER
COUNCIL
The Council pledges to fulfill its statutory functions as stipulated in the Consumer Council Ordinance.Within these ambits, we will strive our best to:
Performance Targets
We pledge to provide an efficient, courteous and professional service to the public in respect of the following areas:
(i) Enquiries and Complaints for disputes between consumers and business
A. Enquiries
| Target Response Time | |
|---|---|
| By telephone |
Mostly in 3 minutes |
| In person |
10 minutes |
| In writing (from the date of receipt) |
15 working days |
B. Complaints
| Target Response Time | |
|---|---|
| Issue initial reply after receipt of complaint |
7 working days |
| Notify progress / result (from the date of issuing initial reply) |
16 working days |
** Factor affecting
performance
The progress of our mediation depends very
much on the co-operation of traders and complainants in resolving
the disputes. Processing time is also affected by the complexity of
cases and the volume of complaints received at the time.
Normally, the processing time commences from the date when the complainant has given all relevant information and documents for lodging the complaint to the Council.
(ii) Research on consumer goods and services
We shall produce research reports in a timely and accurate manner, on products or services every month, including comparative product test reports, survey reports or in-depth study reports.
(iii) Subscription / Sale of CHOICE
| Handling Time | |
|---|---|
| Request for subscription of CHOICE |
As stipulated in the subscription
form
*
|
| Request for sale of CHOICE |
Within 10 minutes (if in
person) |
|
Within 2 working days (by mail
order)
**
|
(iv) Request for visits / talks / consumer education activities
| Target Response Time | |
|---|---|
| Request for group visits |
Within 10 working days |
| Request for talks |
Within 10 working days |
| Request for organizing consumer education activities from community group |
Within 10 working days |
(v) Assistance by Consumer Legal Action Fund (CLAF)
We shall acknowledge receipt of an application within 7 working days after the receipt of the application by the Fund and process the application as soon as practicable.
We shall report on the major progress and the outcome of their cases to the assisted consumers as soon as practicable.
* Factor affecting performance
Given the limited manpower, the progress of acknowledgement of
receipt of an application may be affected by total number of
applications received alongside.